Disputes, Refunds and Support
DraftStatus: Draft Version: 0.1.0 Last Updated: 2026-05-17 Owner: Axodus Marketplace
Purpose
Marketplace needs a clear process for cancellations, failed payments, failed delivery, refund requests, seller disputes, buyer complaints, and credit adjustments.
Dispute Types
Types may include non-delivery, not as described, access issue, payment issue, refund request, quality issue, credit issue, settlement issue, and policy violation.
Dispute Record Fields
Fields may include dispute ID, order ID, buyer reference, seller ID, listing ID, dispute type, description, evidence, opened date, status, reviewer, resolution, refund amount, credit adjustment, seller payout adjustment, closed date, and report reference.
Status Model
Statuses may include Open, Evidence Requested, Under Review, Resolved Buyer, Resolved Seller, Partially Resolved, Rejected, Escalated, and Closed.
Refund Models
Models may include full refund, partial refund, credit refund if allowed, original asset refund if possible, converted asset refund if policy supports it, and no refund where clearly disclosed and policy allows it.
Support Requirements
Support should define path, order reference, response model, evidence submission, escalation path, refund policy visibility, seller communication expectations, and privacy rules.